JOB DESCRIPTION

Job Title:EAP and Counselling Support Agent

Department:Inspire Workplaces

Reports to: Contact Centre Manager

Main function: The Counselling and EAP and Counselling Support Agent is responsible for supporting the delivery of EAP (Employee Assistance Programme) and counselling services to our clients, ensuring that they are of the highest standard and quality at all times.

Main duties and responsibilities are to:

A. Clarity of Purpose

  1. To respond to all inbound communications (telephone,webchat and email) promptly, and as a minimum, within the identified service level agreement to meet customer requirements.
  2. To deliver outbound communications (telephone, webchat and email)in a prompt manner in order to support the co-ordination and delivery of counselling services so that Inspire Workplaces meets customer requirements as reflected in the customer contract and / or service level agreement.
  3. To build and maintain valuable customer/client relationships.
  4. To ensure that distressed or anxious service users are supported and managed in an appropriate manner.
  5. To deliver an efficient and professional service to Inspire Workplacescustomers both internally and externally.
  6. To deal with all customer and client queries within a reasonable time frame, and escalating to Contact Centre Manager, Deputy Operations Manager and Head of Operations, or other colleagues where appropriate.
  7. To ensure all Inspire Workplaces’ counselling appointments are arranged and carried out within the identified SLA as per customer requirements.
  8. To support the preparation of accurate Customer Reports and adhoc reporting on a monthly and/or quarterly basis, as directed by Contact Centre Manager, in a timely and accurate manner.
  9. To ensure that referrals information is accurate and collated, filed and retained for the appropriate statutory timescales.

B. Effective Communication

  1. To support the Contact Centre Manager in ensuring the 24 hour helpline is appropriately staffed at all times.
  2. Provide excellent customer service to customers and clients; demonstrate these skills through the effective handling of inbound and outbound calls with passion and empathy.
  3. To communicate clearly and honestly, varying communication style depending upon the audience.
  4. To assist the Associate Support Officer in defining and communicating resource gaps in our counselling pool and ensuring we are fit for the delivery of high quality counselling services.
  5. Actively partake in the group wide Innovation Programme and group wide recognition scheme.
  6. Supportand direct, as appropriate, clients and customers with the use of the website or other online resources.

C. Team and Partnership Working

  1. To support the Contact Centre Team in the management of all client referrals as required, including timely allocation and appropriate updating of our Management Information System (GOS – Group Operational System).
  2. To provide routine clerical and administrative duties including faxing, photocopying, filing and shredding as and when required in a timely and efficient manner.
  3. To ensure that the relevant floors (including the training suite and counselling rooms) areopened at the beginning of a shift (in accordance with a rota) or at the end of an evening shift are secure and locked, as well as turning on or off lights, monitors and air conditioning systems, as appropriate.
  4. To support and work collaboratively with other Inspire Workplacesstaffon day-to-day business issues and to demonstrate a willingness to assist and support others as required and to get on with team members.
  5. To contribute to the smooth running of the business and to ensure relevant business information is clearly communicated to colleagues and to escalate any client referrals which have not been actioned in line with agreed timescales.
  6. Any other duties appropriate to the post may be required.

D. Ongoing Commitment to Development

  1. To develop knowledge of Inspire Workplaces’s risk procedures and the importance of escalation.
  2. Staff are expected to demonstrate their commitment to Inspire Workplacesby the efficient completion of tasks allocated to them and by excellent attendance.
  3. Good interpersonal skills and self motivation are required to facilitate liaison with professional and senior management within public and private sector organisations.
  4. Endeavour to ensure the ongoing confidence of the public.
  5. Maintain high standards of personal accountability.
  6. Treat those with whom you come into contact in a courteous, respectful and professional manner.

E. Leadership

  1. Have knowledge and understanding of and contribute to, Inspire Workplaces’s strategic objectives and how your role and personal objectives contribute to their achievement.

General

  1. Members of staff are expected to treat those with whom they come into contact in a courteous and respectful manner in accordance with the Dignity at Work Policy.
  2. Staff are expected to demonstrate their commitment to Inspire Workplaces by their regular attendance and the efficient completion of all tasks allocated to them.
  3. All staff must comply with the no-smoking policy.
  4. Take care of your own health and safety and that of people who may be affected by what you do (or do not do).
  5. Co-operate with others on health and safety and not interfere with, or misuse, anything provided for your health, safety or welfare
  6. Follow the training you have received when using work items your employer has given you.
  7. Inspire Workplacesis an equal opportunities employer. The EAP and Counselling Support Agent is required to adhere to Inspire Workplaces’s Equal Opportunities Policy throughout the course of his/her employment.
  8. The EAP and Counselling Support Agent will undertake other projects and tasks as required.

This job description is neither exhaustive nor exclusive and may be reviewed and amended in the future to include any other reasonable duties, projects or tasks as may be requested from time to time and to reflect changing organisational requirements, changing staffing levels, etc.

Last updated Nov 2017